At a Glance
- Tasks: Build and lead the customer operations function from scratch, driving growth and satisfaction.
- Company: A thriving SaaS business with a strong investment backing and a loyal customer base.
- Benefits: Competitive salary, performance bonus, 30 days leave, private health, and pension.
- Other info: Opportunity to shape a new function and work closely with the CEO.
- Why this job: Join a dynamic team and make a real impact in a fast-growing company.
- Qualifications: Experience in customer operations, data-driven decision-making, and familiarity with AI tools.
The predicted salary is between 80000 - 100000 £ per year.
Remote-first, UK · B2B SaaS · Retained exec search
The company
Our client is a profitable, growing SaaS business that has recently taken on new investment. The product sits in the product & quality management space and is a business-critical tool for its clients, not a nice-to-have. The business has a solid, loyal base of hundreds of customers, but its go-to-market, customer function and systems remain immature. Early results from the live transformation are strong: revenue is on track to grow 40% in year one, and deal sizes are increasing. The investor is focused on long-term growth, and has brought in an experienced, super capable CEO who has scaled businesses like this before. They have already made new senior appointments in sales and product. The customer function, where we see the greatest opportunity, comes next.
The role
This is the first senior hire into the customer function, and you'll build it from the ground up. You'll sit on the leadership team reporting into the CEO, with a small team from day one, and total autonomy to build the function your way. You’ll own:
- The full post-sale operation: onboarding, support, training, customer success
- Retention and renewals — keeping and growing a loyal, established base
- Customer satisfaction and other key metrics
- Tools, workflows and AI enhanced systems that cut cost-to-serve and enable more bespoke approaches for the high value clients
- A new professional services offering — scoped, packaged and priced
- Revenue growth from the existing base — upsell, expansion
- A small team to develop and lead
Competitive base + performance bonus, 30 days leave + 8 bank holidays, employer pension, private health.
You
- You've built a CS or customer operations function before — ideally in the player-coach mould. You can point to the frameworks, tools and the teams you’ve had success with.
- Data-driven by default: you build reporting from nothing, understand and build the KPIs and dashboards, and use the numbers to make decisions.
- Commercially sharp — you spot upsell and expansion opportunities.
- You've embraced AI in your work: automation, triage, health scoring, onboarding content or anywhere you think it makes sense.
- Comfortable with ambiguity and a fast pace.
- Background in SaaS, ideally with a technical or compliance-driven product/service. Direct experience of regulated industries is a bonus, not essential.
Exclusively via Gameface
Head of Customer Operations in Luton employer: Gameface Associates Ltd
As a remote-first, innovative SaaS company, we pride ourselves on fostering a dynamic work culture that prioritises employee autonomy and growth. With a strong focus on long-term success and a commitment to professional development, our team members enjoy competitive benefits, including 30 days of leave, private health insurance, and the opportunity to shape the customer operations function from the ground up. Join us in a role where your contributions directly impact our trajectory and help us deliver exceptional value to our loyal client base.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Operations in Luton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gameface Associates Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Gameface Associates Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Operations in Luton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Gameface Associates Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Gameface Associates Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Gameface Associates Ltd!
How to prepare for a job interview at Gameface Associates Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
